Question 1

What is active listening? What techniques do active listeners use?

Accepted Answer

The answer of What is active listening? What techniques do...

Question 2

The personal zone is reserved for a salesperson's supervisors.

Accepted Answer

A) True 
 B)False

Question 3

Salespeople should vary the loudness of their speech:

Accepted Answer

A)  to produce recognizable sounds 
B)  according to the nonverbal communication of the listener 
C)  to determine your constant inflection point 
D)  to avoid monotony 
E)  is accurately described by all of the above

Question 4

Instead of describing the product, the salesperson was nodding her head and using expressions like, "Really?" "Uh-huh," and "That's interesting." The salesperson is:

Accepted Answer

A)  trying to find the appropriate time to close the sale 
B)  dealing with customer objections 
C)  engaging in active listening 
D)  watching for nonverbal communication to see if the customer really meant what he was saying 
E)  encouraging active speaking

Question 5

If you elect to dress casually, you will need to pay greater attention to your clothes because casual dress is more revealing of your personality and attitude than business attire.

Accepted Answer

A) True 
 B)False

Question 6

As Betty progresses through her sales presentation, she notices the customer begins to blink their eyes rapidly, almost once per second. Betty

Accepted Answer

A)  becomes excited since that is a sign of interest by the customer. 
B)  becomes concerned because that is a sign the customer is stressed. 
C)  becomes excited because it indicates the customer is ready to close the deal. 
D)  becomes concerned because it indicates the customer is bored. 
E)  All of the above.

Question 7

As a professional salesperson should you dress to please yourself? Explain your answer.

Accepted Answer

The answer of As a professional salesperson should you dress...

Question 8

During a 30-minute sales call approximately __________ nonverbal signals are exchanged.

Accepted Answer

A)  80 
B)  800 
C)  4500 
D)  8,000 
E)  80,000

Question 9

Will Jones recently quit his job as stockbroker and opened a florist shop. He knows how to arrange flowers and has a lot of contacts in the community, but he is inexperienced when it comes to running a retail flower business. A salesperson who sells all the operating supplies needed by florists is making a sales presentation to Jones. When the salesperson told Jones, "You need a flower stripper," Jones wondered why he would want to strip the petals off of flowers. Jones's reaction indicates a problem with:

Accepted Answer

A)  the halo effect 
B)  jargon 
C)  word abstraction 
D)  noise 
E)  the recency effect

Question 10

How do salespeople engage in active listening?

Accepted Answer

The answer of How do salespeople engage in active listening?...

Question 11

The face is one source of nonverbal communication. Which of the following statements about reading the messages communicated by someone's face is true?

Accepted Answer

A)  The lips are the most important area of the face to watch to determine if the person is really listening. 
B)  When someone stares at you, it indicates a strong desire to please. 
C)  Cultural differences exist concerning eye contact between individuals. 
D)  The tightening of the facial muscles indicates a strong interest in what is being said. 
E)  Eyes cast down indicate that the listener is bored.

Exam 5: Using Communication Principles to Build Relationships